Information Technology Specialist (Customer Support)

Summary The Smithsonian Institution is the world’s largest museum, education, and research complex, consisting of 21 museums and galleries, the National Zoological Park, nine research facilities and the Smithsonian Libraries. The Smithsonian American Art Museum (SAAM) is the nation’s first collection of American art offers an unparalleled record of the American experience, capturing the aspirations, character and imagination of the American people throughout three centuries. Responsibilities The IT Specialist (Customer Support) will analyze and perform a broad range of information technology (IT) systems and services support and guiding users in the use of technology at the museums. In this position, you will: Work as part of a team to review requests for assistance from end users via e-mail, SI Service Desk system, and/or telephone for a variety of IT services, such as but not limited to problems with desktop computer hardware/software installation, configuration and customization, email, IP phone, network component hardware and connectivity, internet access, mobile devices, scanners, teleconference setup, and hardware/software requirements assessment and procurement. Provide technical expertise for IT programs and projects involving complex issues and problems that impact the museum programs and functions. Prepare and propose technology support and maintenance budgets and procurements, and advise museum management on the process for requirements-gathering, selection, procurement, and implementation of technology hardware and software. Requirements Conditions of Employment Pass Pre-employment Background Investigation May need to complete a Probationary Period Maintain a Bank Account for Direct Deposit/Electronic Transfer Males born after 12/31/59 must be registered with Selective Service. Conditions of Employment: The incumbent may do considerable walking and physical work during their duties, engages in lifting and/or carrying large and sometimes heavy objects such as printers, desktop computer towers, monitors, and other equipment. They climb ladders and must work in some confined spaces such as network closets. Manual dexterity is required for installation and troubleshooting of equipment and hardware. Although primarily based in the galleries, offices, and spaces of the museum’s four buildings and storage locations, the incumbent’s duties can also take them to construction sites within the museum buildings, and to other offices around the Smithsonian campus. PHYSICAL REQUIREMENTS: When working around exhibition construction areas the incumbent is subject to the same hazards as in a light construction zone. COVID-19 VACCINATION REQUIREMENTS: For the latest information on the COVID-19 vaccination requirements and its impact on your application, click on Smithsonian Institution’s Frequently Asked Questions. Qualification requirements must be met by the closing date of the announcement. For information on qualification requirements, see Qualification Standards Handbook for General Schedule Positions on OPM website. Qualifications Experience: You qualify for this position if you have one year of specialized experience equivalent to at least the GS-11 level in the Federal Service. For this position, specialized experience is defined as technology support and planning; customer support; service desk management; and IT management and administration. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Part-time and/or unpaid experience related to this position will be considered to determine the total number of years and months of experience. Be sure to note the number of paid or unpaid hours worked each week. In addition to meeting the Specialized Experience for all positions individuals must have related experience demonstrating each of the four competencies listed below: Attention to Detail: Is thorough when performing work and conscientious about attending to detail. Customer Service: Anticipates and meets the needs of both internal and external business partners and customers (any individuals who use or receive the services or products that your work unity produces including the general public, individuals who work in the agency, other agencies, or organizations outside the Government). Provides information or assistance. Delivers high-quality products and services; is committed to continuous improvement. Effectively manages customer relationships. Oral Communication: Makes clear and convincing oral presentations to individuals and groups. Listens effectively; clarifies information, as needed. Speaks and writes in a clear, concise, organized, and convincing manner that is appropriate to the audience. Facilitates an open exchange of ideas to ensure all group input is considered. Handles technical, sensitive, or controversial topics with agility involving executives/managers as appropriate. Problem Solving: Identifies and analyzes problems, weighs relevance and accuracy of information, generates and evaluates alternative solutions, and makes sound recommendations. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. In the Basic requirement questions section below you will have an opportunity to prepare narrative relating to your IT experience which demonstrates each of the four competencies (Attention to Detail, Customer Service, Oral Communication, and Problem Solving). Education This position does not have a positive education requirement. Additional Information This position is not included in the bargaining unit. Current or Former Political Appointees: Beginning January 1, 2010, agencies must seek prior approval from OPM before they can appoint a current or recent political appointee to a competitive or non-political excepted service position at any level under the provisions of title 5, United States Code. If you are currently or have been within the last 5 years, a political Schedule A, Schedule C, or Non-career SES employee in the executive branch, you MUST disclose that to the Office of Human Resources. Submit a copy of your applicable SF-50, along with a statement that provides the following information regarding your most recent political appointment: Position title; Type of appointment (Schedule A, Schedule C, Non-career SES, or Presidential Appointee); Agency; and, Beginning and ending dates of appointment. Recruitment Incentive: Recruitment incentive(s) may be authorized for this position. However, approval for incentives are contingent upon various availability. If authorized, certain incentives will require the incumbent to sign a service agreement to remain in the Federal government for a certain time period. Note: This statement does not imply nor guarantee an incentive will be offered and paid.